Does your contact centre need a Facebook pro?

Search Swinburne Research Bank

Home

Please use this identifier to cite or link to this item: http://hdl.handle.net/1959.3/40474

Title: Does your contact centre need a Facebook pro?
Author(s): Sharwood, Simon; Sharp, Darren; Wallace, Catriona
Abstract: Darren explains how consumers are using social networks like Facebook to research the goods and services they want to buy. They are also using social networks to learn about the customer service their chosen providers offer. That puts the spotlight on customer service like never before, which leads Darren to suggest that contact centres might need to hire someone to become a part of social networks.
Publication type: Radio broadcast
Research centre: Swinburne University of Technology
Source: 'Smart Call', presented by Simon Sharwood, 09 July 2008
Publication year: 2008
Keyword(s): Advertising; Customer service; Facebook; Marketing; Online advertising; Social networking
Publisher: ITRadio.com.au
Publisher URL: http://itradio.com.au/?p=162
Additional information: Podcast of an interview that aired on the ITRadio.com.au program 'Smart Call' on 09 July 2008. Presented by Simon Sharwood.